Return Policy

If you need to return an item you may do so within 30 days of the products delivery.

-The product must be in new, unused condition.

It must be returned in the original packaging.

Please note that custom items are not eligible for return or exchange for anyreason.

It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.

Please forward tracking information to Customer Service to assist in processing your return.

In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of said item we will either refuse it or contact you by email to notify you that the item was received damaged or used.

If the item was received damaged you may file a claim with your shipping company.

If the item is received used you may choose to have the item disposed of or have the item returned to you at your expense.

Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days the item will be disposed of or donated. Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment.

The credit should be visible on your credit card statement within 3-5 business days (varies by credit card company).

Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without an RA (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.

Defective or Damaged Merchandise Please thoroughly inspect your products immediately upon delivery. Maintain the original packaging until you have determined that the product is satisfactory. In the rare occurrence that a product arrives damaged, or with missing parts, please contact our Customer Service Department immediately. At times, pictures of the damaged item may be required prior to determining a resolution. When photos are required, please ensure to take photos of the following:

– Zoomed in photo of the damaged area – Zoomed out photo of the overall fireplace with the damaged area visible – Zoomed in photo of the damaged packaging carton – Zoomed out photo of the overall packaging carton with the damaged area visible

You must contact us within seven days from the date of delivery to report damaged or defective merchandise. After the seven-day period, the productcannot be reported as damaged and/or returned for exchange orrefund.

Freight Items Freight items must be thoroughly examined at the time of delivery. In the event that the freight item arrives damaged please thoroughly inspect the package for any external or internal damages while the driver ispresent.Once you have received and signed for the package, the shipping company and Bio Flame are released from any responsibility for damage and all damage claims will be denied, so it is essential to inspect the packagethoroughly.

When returning an item that was initially shipped freight, it is essential that the item be returned via freight shipping service. The packaging used for items that are shipped freight may not be sufficient for ground shipment handling. Items returned damaged will not receive a refund.